Call Center Manager — Drive Service Excellence & Growth

Rodenhiser Home Services, Inc.; Holliston (MA); On-site; USD 75,000 - 105,000; Full time

Benefits offered by this job

Health insurance

Paid time off

401(k) match

Employee discounts

Job summary

Rodenhiser Home Services, Inc. in Holliston, MA is seeking a Call Center Manager to lead the daily operations of our Customer Service Department, ensuring outstanding customer experience from first contact through scheduling and follow-up.

You will manage a team of CSRs, coach staff, handle escalations, and collaborate with Dispatch, Service Managers, Sales, and Leadership to drive performance and efficiency. Strong leadership and communication are essential.

Qualifications

• 7+ years of customer service experience, preferably in a residential home services environment.
• 5+ years of leadership or supervisory experience in a call center or customer service operation.
• Demonstrated success coaching teams to achieve performance and customer satisfaction goals.

Responsibilities

• Lead, coach, and develop a team of Customer Service Representatives in a high-volume call center environment
• Oversee onboarding, training, and ongoing skills development for new and existing CSRs
• Monitor call quality and provide constructive feedback to improve customer communication, empathy, and booking effectiveness
• Coordinate with Dispatch to align technician availability with customer demand and emergency service priorities
• Track and analyze key performance indicators (KPIs) and prepare actionable reports for leadership

Skills

Leadership

Coaching

Conflict resolution

Customer service

Verbal & written communication

Data analysis

Cross-functional collaboration

Team management

Education

High school diploma or equivalent

Tools

Microsoft Teams

CRM software

Dispatch systems

Microsoft Office

Job description

Rodenhiser Home Services, Inc. in Holliston, MA is seeking a Call Center Manager to lead the daily operations of our Customer Service Department, ensuring outstanding customer experience from first contact through scheduling and follow-up.

You will manage a team of CSRs, coach staff, handle escalations, and collaborate with Dispatch, Service Managers, Sales, and Leadership to drive performance and efficiency. Strong leadership and communication are essential.